In Falcon, how do I set up email notifications for new or updated contacts and incidents?

Note: A project is underway to replace Falcon with a service desk system from Numara Software called Footprints, scheduled to be in full production in early summer 2009. For more information, see the Service desk implementation project page.

In Falcon, the Notification Configuration form allows assignment group administrators and individual operators to perform the following functions:

• Administrators can make changes to Falcon operators
  
  
• Administrators can set various notification scenarios for individuals in groups (an operator must have a home assignment group in one of your groups)
  
  
• Send notifications to a specific address
  
  
• Send a carbon copy (to others) for Severity 1 tickets
  
  
• Select notification for new tickets for all assignment groups in which the operator is a member, or be selective by choosing specific groups
  
  
• Select notification for updated tickets for any assignment group in which the operator is a member, or be selective by choosing specific groups
  
  
• Receive a notification when any incident assigned to you (an operator) is opened or updated

For detailed instructions, see the following PDF file:

Configuring email notifications

To use the Notification Configuration form to configure email notifications for new or updated contacts and incidents, follow these steps:

1. Log into Falcon.
   
   
2. Operators can click Notification Configuration. Administrators must click the Administration tab, and then Notification Configuration. This will open a list of operators whom you can manage (individual operators are taken directly to the notification form).
   
   
3. To select an operator from the list, double-click the operator's name. This will open the Operator Notification Configuration form.
   
   
4. The operators default email address should be displayed, but you may enter any email address in the "Send to all notification" field.

   Note: Addresses may include alpha-numeric characters for cellular phones and pagers. For information on this feature, please contact your mobile device vendor.

5. If desired, enter an email address in the "Carbon-copy on Severity-1's" field.
   
   
6. Under "Contacts", choose the following:
   
   
   • For new contacts, select either New contact opened in any of my assignment groups or New contact opened in the following groups. If you choose the latter, select the appropriate assignment groups from the drop-down lists.
   • For updated contacts, select either Contact updated in any of my assignment groups or Contact updated in the following groups. If you choose the latter, select the appropriate assignment groups from the drop-down lists.
   
   
7. Under "Incidents", choose the following:
   
   
   • For new incidents, select either New incident opened in any of my assignment groups or New incident opened in the following groups. If you choose the latter, select the appropriate assignment groups from the drop-down lists.
   • For updated incidents, select either Incident updated in any of my assignment groups or Incident updated in the following groups. If you choose the latter, select the appropriate assignment groups from the drop-down lists.

Also see:

• In Falcon, how do I create or make changes to an assignment group?
• In Falcon, what are the various severity levels and what do they mean?
• In Falcon, what is a quick code, and how do I add or delete one?
• For Falcon at IU, how can I report a problem or ask a question?